WHO WE ARE:
Harford Mutual Insurance Group is a growing, dynamic mutual insurance carrier providing commercial property and casualty insurance products and services to a regional market. Headquartered in Harford County, Maryland, Harford Mutual offers a positive, diverse, and inclusive work environment with a rich company culture. Founded in 1842 on the principles of mutuality, we believe in insuring opportunity through mutual success for our policyholders, agents, communities, and employees, and invite our employees to continue that tradition with respect, integrity, exemplary service, and personal responsibility.
THE OPPORTUNITY:
The Customer Service Representative will be responsible for helping external customers and supporting internal team members by collecting and documenting information, providing service detail, and resolving issues in a high call volume service center.
LOCATION:
Bel Air, MD Office
WHAT YOULL DO:
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Acts as primary liaison with callers; follows client specifications in assisting with claims, policy and/or billing questions and solving problems or providing information related to the customers needs.
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Provides a single point of contact for responding to case inquires related to status, selected data changes, required forms information and documenting all inquiries and any corresponding action taken.
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Delivers loyalty-building service to customers (policy holders, producers, team members and vendors) by answering incoming calls with a high degree of accuracy and speed, while consistently meeting key department performance metrics.
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Educates and informs the customer across multiple communication channels about filing a claim, documentation required to process a claim, required time frames, payment detail, and/or claim status.
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Directs customer calls to the appropriate company contact or escalates to Service Center management as needed.
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Reports any service issues or problems to supervisor.
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Assists with the processing of various tasks assigned to our department in partnership with the other departments within the company, such as Claims, Underwriting and Billing.
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Assists with various Mail Center duties, such as Printing, Sorting, Scanning and Bulk Mail when needed.
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Complete all other work, as assigned.
WHAT YOULL BRING:
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Associates degree or Four-year Bachelors Degree or equivalent years of experience
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PC (Microsoft Office) literate w/ 1+ year experience in call center or customer service environment
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Excellent oral and written communication and interpersonal skills, Bilingual capabilities a plus
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Strong organizational skills, ability to exercise judgment and multitask in fast paced environment
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Strong collaborating skills, and ability to work in a team environment and/or independently
BENEFITS:
Visit our website for more information on our competitive Perks & Benefits.
